Refund policy

Return & Refund Policy

Last updated: August 9, 2026

Please contact us through our contact page or at info@justtouchgrass.com before returning anything. Do not send a return without contacting us first; we will provide the correct return address and instructions.

Order changes and cancellations

Our card bundles are made to order and production can begin soon after purchase. Contact us immediately if you need to change or cancel an order. If production or dispatch has not started, we will cancel the order and refund the amount paid. Once production or dispatch has started, cancellation is not guaranteed, except where mandatory consumer law gives you a cancellation right.

Change-of-mind returns

If the law in your country or region gives you a cooling-off or withdrawal right, including for eligible UK and EEA purchases, notify us within 14 days after delivery. After notifying us, return the goods within the period required by that law, normally a further 14 days. Items must be unused, unmarked, complete and safely packaged. Choosing from our standard card designs is not treated as personalisation for this policy.

For customers who do not have a mandatory change-of-mind right, we do not generally accept change-of-mind returns because each bundle is produced after ordering. Genuinely personalised products made to customer-supplied specifications are not eligible for change-of-mind returns, except where required by law.

Damaged, faulty or incorrect items

If an order arrives damaged, faulty, incomplete or different from what you ordered, contact us as soon as possible with your order number, a description of the issue and clear photos of the item and packaging. We ask that visible delivery damage is reported within 14 days so we can investigate promptly, but this request does not reduce any mandatory rights you have for faulty or misdescribed goods.

When a claim is valid, we will provide an appropriate remedy, which may be a replacement, repair, price reduction or refund as required by applicable law. We will cover reasonable return postage for faulty or incorrect items when a return is required.

Missing parcels

If tracking has stopped updating or your parcel has not arrived within a reasonable time after the delivery estimate, contact us and we will investigate with the postal carrier. If the carrier confirms the parcel is lost or it remains undelivered after the investigation, we will offer a replacement or refund. If tracking shows delivery, we may ask the carrier to investigate possible loss or misdelivery before resolving the claim.

Return shipping

For an eligible change-of-mind return, the customer is responsible for return postage unless applicable law requires otherwise. Use a tracked service and keep proof of postage. We are not responsible for returned goods until they reach the return address. If an item has been handled beyond what is reasonably necessary to inspect it, any reduction in value may be deducted where permitted by law.

Refunds

We will inspect returned items and notify you of the outcome. Approved refunds are issued to the original payment method. For an eligible statutory withdrawal, we will also refund the standard outbound delivery charge where required by law. Refunds are processed within the timeframe required by applicable law, normally within 14 days after we receive the returned goods or acceptable evidence that they were sent. Your bank or payment provider may take additional time to post the refund.

Incorrect addresses and unclaimed parcels

Please check your delivery address before paying. If a parcel is returned because the address supplied at checkout was incorrect or incomplete, or because it was not collected, we will contact you. Additional postage may be required before reshipping. This does not limit rights that cannot be excluded under applicable law.

Nothing in this policy limits any mandatory consumer rights available in your country or region.